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Returns and Exchanges Policy
Your happiness is our priority!
At Henkaa, we want to ensure that you are completely satisfied with your purchase. We will gladly accept returns and exchanges for Dresses and Bandeaus within 30 days from the date you received your order, as long as the conditions outlined below are met. Please note that all clearance, reduced, and discontinued items are Final Sale and cannot be refunded or exchanged.
Due to the intimate and hygienic nature of our Infinity Bras and SeemFree Intimates, these products are not returnable. Gift receipt purchases cannot be refunded.
We highly recommend that color swatches are ordered in advance and that group orders are placed together, this way limiting exchanges due to color inconsistencies. If you are unsure about sizes or have any other questions regarding our products, please do not hesitate to contact us before placing your order.
At Henkaa, we want to ensure you are completely satisfied with your experience. Please be sure to inspect your dress of any damages as mentioned under Conditions before returning. Henkaa reserves the right upon inspection to deem a 40% damage fee for the return of damaged merchandise.
We accept authorized returns and exchanges on garments only under the following conditions:
- Garment(s) must be in a new, unworn, and unwashed condition with all tags attached
- Garment(s) must not contain:
- any pet hair, dust, dirt
- any type of stains such as makeup, food, deodorant
- rips, runs, tears or damages
- odors infused into the dress such as perfume, deodorant or foreign scents
Return/Exchange Authorization Number
Please contact our Customer Care Department within 30 days of successful delivery of online orders (all shipments are tracked) to obtain a Return Authorization Number (RA#) or Exchange Authorization Number (EA#). Once you receive your RA# or EA#, please ship the item(s) back within 7 days. The package must be post-dated no later than 7 days after the number has been issued or else the RA# or EA# will become void and your return or exchange will not be accepted. If the package is sent to Henkaa after the 7 day period, we will not issue a refund and the item(s) will not be sent back to you. Please include a copy of the original Packing Slip with your written Return/Exchange Authorization Number on the front along with your return package.
Our Customer Care Hours are:
Monday, Tuesday, Wednesday, Friday: 10am - 6pm EST
Thursday: 10am - 8pm EST
Saturday: 10am - 6pm EST
Sunday: 11am - 7pm EST
*Please note that all returns and exchanges must be authorized. After 14 days of receiving your order, we can no longer issue a RA# or EA#. Unauthorized returns sent to Henkaa Inc. will not be accepted or issued a refund/exchange.
Shipping costs on returns and exchanges are the responsibility of the customer. With respect to exchanges, this includes shipping costs to return the original item(s) and to ship out the new item(s). The cost for shipping the new item(s) will be the same as our current shipping rates. Henkaa will cover shipping costs if there was a processing error on our behalf.
All packages sent to Henkaa from the United States must be shipped via United States Postal Service (USPS). If the package is not shipped via USPS, any customs, duties or commodity charges due to delivery will be the responsibility of the customer. Henkaa is not responsible for lost packages or for any damages that may have occurred to the garment(s) while being returned to Henkaa.
Online refunds are processed upon successful receipt and inspection of the returned item(s) , through the original method of payment. A RA# is required for the return to be accepted. Refunds are calculated as follows:
Refund = (Value of the order) - (shipping and handling charges) - (if applicable, customs/duties or commodity charges)
Exchanges are processed upon successful receipt and inspection of the returned item(s). An EA# is required for the exchange to be accepted. Before the newly requested item(s) can be shipped to you, payment for re-stocking of the original item(s) and for shipping of newly requested item(s) must be received.
Upon receipt of returned goods, if there is a refund required please allow up to 14 days for the refunded amount to be returned back to the account used for payment.
Note: We cannot guarantee that newly requested item(s) will be available immediately. Out-of-stock items will be shipped as they become available.
If you believe Henkaa made an error in processing your order (E.g. wrong item(s) shipped), please contact us within 14 days so that we can resolve the issue. If we determine that an exchange is required, we will issue an EA#. Once we receive the original item(s), we will send you the correct item(s) and will cover the additional shipping and handling costs. We will also reimburse return shipping of the original item(s) as long as a copy of the return shipping invoice is provided (can be included in the package, emailed or faxed to us).
Here at Henkaa, we take great pride in producing convertible garments of the highest quality. All our products undergo strict quality control processing. Please let us know of all damaged/defective merchandise within 3 days of receiving your package in order to qualify for free shipping for an exchange. We ask that you send us a photo of the defect along with a photo of the invoice to email@example.com. Once we receive your email, we will notify our Returns department in order to review the damage and proceed with the exchange.
- Please allow up to 3-5 weeks from the date your return shipment is received at our warehouse for your refund to be processed.
- Please note that all returns and exchanges must be authorized. After 30 days of receiving your order, we can no longer issue a RA# or EA#. Unauthorized returns sent to Henkaa Inc. will not be accepted or issued a refund/exchange.